P. Foglia, F. Giuntoli, C.A. Prete, M. Zanda
E-government (e-gov) is the use of information technologies to deliver government services through Web sites devoted to users interacting with government. E-gov is a growing sector of Web usage, driven by the expectation of improving the delivery of public administration services, easier data integration in information systems, and overall cost reduction . However, citizens use e-gov services reluctantly, partly due to usability problems . To improve the user experience of such sites, we developed a prototype e-gov Web site using an animated face (AF) with text-to-speech (TTS) voice to assist users. We used the AF because faces stimulate human…
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